Contact Centre Manager

Key Responsibilities:

Continually improve guest satisfaction and minimise dissatisfaction
Role model and promote best practices across calls, emails, social
media and all guest interactions
Act as the point of escalation for complex calls and enquiries
Train and lead the team to handle complex situations, reducing
escalations
Attend and contribute to weekly and monthly performance review
meetings
Evaluate performance reports and make real-time adjustments to
optimize daily operations
Collaborate with the Guest Experience Manager and the Sales and
Partnerships Manager to create and implement sales targets and support
Group Sales
Participate in call grading to ensure consistency in coaching, call quality,
and service standards
Collate recurring client issues and provide feedback to senior
management
Engage the team in the Vision and Values of Bahrain Surf Park and ensure
connection to the wider operations teams

Skills &Attributes

Fluent Arabic and English is essential
Ability to work under pressure with a proactive,
'can-do' attitude
Strong leadership and people skills to motivate and
inspire both team members and guests.
Excellent organisational and time-management
skills
Passion for surfing, outdoor activities, and
promoting an active lifestyle
Strong attention to detail with the ability to identify
trends and errors
Analytical mindset to interpret KPIs and drive
improvements
Proven experience in managing a contact center
efficiently and successfully
Ambitious and hands-on approach with a
willingness to 'muck in'
Commitment to sustainability, health, wellbeing,
and the natural environment

Why Join Us?

Be part of an iconic surf destination in the
Middle East.
Work in a dynamic, multicultural environment.
Competitive salary and benefits package.
Opportunity to shape guest experience at a
world-class leisure venue.

Measurable KPIs

Customer Satisfaction Score (CSAT): Maintain an average of
90% or above.
First Contact Resolution (FCR): Achieve 85% resolution
without escalation.
Ticket Resolution: Minimum 40 tickets per advisor per day.
Staff Retention: Keep annual turnover below 15%.